Making a complaint We aim to provide the best possible experience for you at all times. But on the rare occasion we fail to meet expectations, we want to put things right quickly. Should you be unhappy with us, you can follow the steps detailed below: Step 1 If you have cause for complaint, you should raise it to our Shift Manager directly by emailing support@virginbet.co.za or using our live chat service.We always seek to resolve any complaints internally and hope you won’t need to progress beyond this first step.The Shift Manager is not always available to take a live chat, however, in these instances you will be advised to raise your complaint via email, we’ll aim to reply within 48 hours.Although you may have previously spoken to a member of our Customer Support team regarding your complaint, you will need to have spoken directly or have had an email response from the Shift Manager before you move to Step 2 of the complaints process. Step 2 If you feel your complaint has not been resolved satisfactorily, it can be escalated by writing to Virgin Bet Limited, the licensed operator of Virgin Bet. You’ll need to let us know why you remain dissatisfied and the licensed operator will ensure your complaint is reviewed objectively, fairly and reasonably.If you haven’t gone through Step 1 first, you’ll be asked to contact our customer support team. Please address letters to:Managing Director's officeOffice 7.07th Floor World Trade Center6 Bayside RoadGibraltar, GX11 1AAAlternatively, email step2@virginbet.co.zaWe aim to provide a full response within 14 working days of receipt. But if this isn’t possible for any reason, we’ll keep you informed and let you know how the procedure is progressing.Although this process is expected to bring the matter to a mutually agreeable solution, you can progress the complaint to Step 3 of our complaints procedure should you remain unhappy. Step 3 The managing director's office will have personally reviewed the details of your complaint and we’ll send you a letter confirming our final response. But if you remain unsatisfied, you have the right to refer your complaint further. Alternative dispute resolution (ADR) service As part of our official complaints process, if you are not satisfied with the outcome of your Step 2 response then you have the right to refer your complaint to the independent Approved Dispute Resolution (ADR) service, which is this instance is the Mpumalanga Economic Regulator (MER). You can contact the MER with full details of your complaint by visiting https://mer.org.za/live/ If you need any further assistance, please see our contact details here. Related articles Popular Deposit Questions Contact Us Welcome Offer Promotion Virgin Bet Bonus Rules Virgin Bet compliance